Job Description

POSITION TITLE: Customer Service Manager - eCommerce

REPORTS TO: Director, Customer Service

BUSINESS AREA: Customer Service

LOCATION: Ogden, Utah

OVERVIEW

We are seeking an eCommerce Customer Service Manager to lead service delivery and operations for Salomon's North American direct-to-consumer business. This role sits at the intersection of customer experience, eCommerce operations, and cross-functional execution - responsible for translating day-to-day service performance into measurable business outcomes including customer satisfaction, retention, and repeat purchase behavior.

This role is expected to bring a strong understanding of the digital/eCommerce customer service landscape and to help the organization scale service capability quickly as the business grows. Operating within a matrixed global organization, this role requires both operational rigor and strategic thinking, with the ability to work collaboratively across regional and global teams while driving independent execution.

The eCommerce Customer Service Manager is a people-first leader who will develop a deep understanding of the Salomon.com customer journey and leverage those insights to drive coordinated improvements across systems, processes, and service - acting as the connective tissue between the customer, the contact center, and the broader D2C organization.

WHAT MAKES THIS A GREAT PLACE TO WORK & PLAY:

• Hybrid work schedule

• A generous PTO policy, plus 15 paid annual holidays and 2 floating holidays

• Half-day Fridays for 6 months of the year

• An exceptional employee discount on all our products and sister brands (Arc’teryx, Armada, Atomic, Wilson)

• “Powder Bell” powder days throughout the winter season

• Healthy Lifestyle Benefit designed to support your well-being and active lifestyle

• Opportunities to engage in the community and with industry partners

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily:

Leadership & Team Management

• Lead day-to-day operations of the customer service team, ensuring consistent execution.
• Hire, coach, and develop direct reports, investing in their growth and fostering a culture of accountability and continuous improvement.
• Contribute to departmental strategy development in partnership with cross-functional stakeholders, and lead execution against agreed priorities.
• Ensure effective onboarding and training of new employees.
• Maintain working knowledge of reporting tools, including SAP AFO / BI reporting, to support data-driven decision-making.

Strategy & Continuous Improvement

• Define and maintain SLAs and KPIs to track progress and identify trends.
• Lead business process reviews, translating results into actionable improvement plans. Identify operational opportunities that increase customer satisfaction, drive repeat purchase behavior, and improve the overall customer experience.
• Develop and maintain a scalable resource model that supports fast growth while protecting the customer experience and service quality.
• Partner with cross-functional stakeholders to ensure processes and systems are designed to scale without degrading service levels.
• Lead competitive benchmarking and translate findings into regional service improvement priorities.

Customer Service & eCommerce Operations

• Own the order flow from creation through delivery, ensuring customer satisfaction.
• Build strong relationships within the regional and global D2C organization.
• Manage post-purchase operations including returns, exchanges, and refunds to ensure timely resolution and a seamless customer experience.
• Synthesize customer and customer service agent feedback into actionable insights, partnering with leadership to prioritize regional needs within the global D2C organization.
• Partner with the payment processor (Adyen) to implement and manage risk mitigation strategies addressing fraud, BOT activity, and card-not-present schemes
• Lead team participation in system testing and cross-functional projects to support platform enhancements and eCommerce operations.

KEY PERFORMANCE INDICATORS

The eCommerce Customer Service Manager is accountable for defining, monitoring, and improving a balanced set of customer service and eCommerce operations metrics, including (but not limited to):

• Customer Satisfaction (CSAT) and customer experience quality measures.
• Contact rate and contact drivers (volume, reasons, and deflection opportunities).
• Service Levels (SLA) including order transmission to DC, ship timeliness, and post-purchase responsiveness.
• Payment performance including refund timeliness and operational accuracy.
• Fraud and risk outcomes including fraud rate, chargebacks, BOT activity, and effectiveness of risk controls.

REQUIRED EDUCATION & EXPERIENCE

• Bachelor’s degree or equivalent experience
• Minimum of 5 years of experience in a customer service role, preferably within a digital or eCommerce environment.
• Minimum of 2 years of experience in leading, coaching, and training a team.
• Demonstrated ability to build cross-functional relationships and collaborate with business leadership.
• Proficiency in Salesforce Service Cloud and Microsoft Office; familiarity with order management and CX platforms a plus.

ADDITIONAL CONSIDERATIONS

• Experience leveraging AI or automation tools to improve customer service workflows and efficiency.
• Experience managing customer service operations during peak seasonal demand.
• Familiarity with fraud and risk management tools.

SUPERVISORY RESPONSIBILITIES

This role will directly manage 2-4 team members and coordinate closely with our contact center leadership team. As the team leader, this role is expected to carry out managerial responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and providing constructive feedback; addressing concerns and resolving problems.

PHYSICAL DEMANDS & WORKING ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to travel, talk and hear. The employee is frequently required to sit, stand and walk. The employee must occasionally kneel, stoop, crouch, twist and lift to 30 pounds, with or without accommodations.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate, but can involve exposure to varying noise levels, ranging from moderate to loud, as well as flashes of light.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Strong understanding of the digital/eCommerce customer service landscape and how customer experience impacts repeat purchase behavior.
• Strong analytical skills with the ability to interpret performance data and translate findings into actionable improvements.
• Demonstrated ability to manage and develop a team of customer service professionals.
• Excellent communication skills with the ability to work independently and collaboratively across multiple business areas.
• Ability to manage competing priorities and adapt quickly to changing business demands.
• Strong interpersonal skills and the ability to empathize.
• Ability to inform and contribute to policies and procedures that meet the needs of customers and internal stakeholders.

Additional Information

We are seeking an eCommerce Customer Service Manager to lead service delivery and operations for Salomon's North American direct-to-consumer business. This role sits at the intersection of customer experience, eCommerce operations, and cross-functional execution - responsible for translating day-to-day service performance into measurable business outcomes including customer satisfaction, retention, and repeat purchase behavior. This role is expected to bring a strong understanding of the digital/eCommerce customer service landscape and to help the organization scale service capability quickly as the business grows. Operating within a matrixed global organization, this role requires both operational rigor and strategic thinking, with the ability to work collaboratively across regional and global teams while driving independent execution. The eCommerce Customer Service Manager is a people-first leader who will develop a deep understanding of the Salomon.com customer journey and leverage those insights to drive coordinated improvements across systems, processes, and service - acting as the connective tissue between the customer, the contact center, and the broader D2C organization.